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Hurley's Auto Audio / Price gouging, offensive behavior, and incorrect technical advice

1 1524 Spring Hill RoadMcLean, VA, United States Review updated:
Contact information:

First, a review of their attitude:

Quoted me $815.00 -- over twice competing shops in the area -- for a five- or six-hour job to install a brand-new touch-screen nav system I purchased myself online. Did the estimate in their head in about five seconds without providing anything in writing.

Hurley's website states they gladly install new equipment that you bring them. However, they mocked me for bringing them my own stuff and the owner stated he was tacking on a few hundred dollars from the start, since it was my own, new equipment.

Owner ("Gary"???) got nasty when I asked why they were so much more expensive than other shops and stated that he'd basically charge me more out of spite -- before stating flatly he simply didn't want my business. Mocked me on the phone for stating I was coming to get my $100 deposit back.

Now, a review of incorrect technical advice provided by Hurley's:

Despite claiming to be Audi specialists, Hurley's claimed they wouldn't be able to get my 2008 Audi A4's steering wheel controls to work with my Pioneer AVICD3, other than the volume control. However, with a common steering wheel interface (the SWI-PS), Tweeter was able to get all the controls to work, including mute, presets, volume, tuning, track selection, etc. Also, contrary to what Hurley's proposed to do, Tweeter was willing to place my AVICD3's Bluetooth microphone in a hidden location in my roof light compartment (with air holes that are DESIGNED for microphones to be placed there when one gets the Audi factory Bluetooth microphone option).

Moreover, Hurley's seemed unfamiliar with many common options for installing GPS and XM antennas out of sight (e.g, underneath dashboards, etc.), which is often possible and won't interfere with the signal receiption in many cases. All Hurley's could offer was a cheap, "stick it on the roof" solution. Tweeter was willing and able to mount my antennas in a hidden location with no impact on performance or signal reception.

The kids who work at Hurley's might have been able to do a better technical installation than they were proposing (with coaching from me), but I never got that far -- their attitude prevented me from doing any business with them or educating them about how to do my install correctly. Also, Tweeter did it for less than Hurley's was quoting me.

Va
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Comments

  • Ga
      17th of Aug, 2008
    0 Votes

    customer came into my store on at least two occasions. talked me to death. got all the knowledge he needed for free. then went and bought the product on the internet. naturally i felt betrayed. naturally i wanted to get paid for all the time that i wasted with this customer. i cannot keep the place open on just install labor. i wish this customer well for his future dealings with others-he is not welcome again in my store.

    gar

  • Ve
      27th of Jan, 2009
    0 Votes

    First off, I am an mobile electronics installer and can shed some light on this "complaint".

    I actually had a laugh as I was reading this complaint. Being in the mobile electronics industry I see these "professional" customers every once in a while. The kind of person that comes into a shop claiming to have knowledge of "Car Audio" after reading a few "DIY" forums written by backyard installers. They also claim to know how long the install should take and how much it should cost. If this customer was so "knowledgeable" why is it he came into Hurley's not once but twice asking for advice etc? Well, simply because he had no idea what he was talking about.

    1.)Quotes: If you are dealing with a shop that has any decent amount of experience, they should have no problem quoting you a price "in their head". The Pioneer D3 install is very basic and no shop worth your time will have to look in a book or consult someone for a quote for such an average installation.

    2.)Price: Hurley's is a high-end car audio shop, The prices are going to be higher. You get what you pay for! The employees at Hurley's are highly trained and experienced, and that's what you are paying for. Hurley's doesn't hire anyone without extreme knowledge in the industry. If you want to be cheap, the folks at these "Chain" shops will be more than happy to butcher your vehicle.

    3.)Knowledge: As far as this customer stating "The kids who work at Hurley's might have been able to do a better technical installation than they were proposing (with coaching from me)". All I can say to this is that Hurley's performs installations on high-end vehicles such as Ferrari, Lamborghini, Maserati, etc with no problems. So I am very interested as to what this customer who has to take his Audi to a shop to put in a navigation system, would be able to "teach" some of the most knowledgeable installers in the united states.

    4.)Steering wheel controls/ Hidden antenna: The customer states he brought in his own equipment, chances are the steering wheel control interface he purchased was only able to support the volume controls. As for hiding any GPS/Satellite radio antennas. Though this IS possible, and will "work" it is NEVER recommended. Let me explain, these antennas need "line of sight" to satellites in order to receive a signal. You can "hide" them as long as it is not under metal BUT your signal is greatly reduced and you will receive poor reception. Even putting the antenna on the dashboard right under the windshield can completely block reception depending on the amount of nickle/carbon elements the windshield is made of.

    In short I would not advise letting this disgruntled customers complaint sway you in considering Hurley's as an option for Business.

    -Brian

  • Rs
      30th of Aug, 2009
    0 Votes

    as a Ferrari owner, they should be ashamed at the install that they performed.

  • Rs
      30th of Aug, 2009
    0 Votes

    This company is the worst I have ever seen, and I think that they should be ashamed to say that they do high end cars. I have never seen such a poor install job on any car, let alone a Ferrari.

  • Rs
      30th of Aug, 2009
    0 Votes

    Also, to be clear, the A-frame cover they removed had a scratch on the leather, and was so loose, that it fell off as I drove home.

  • La
      30th of Aug, 2009
    0 Votes

    Terrible service: Made an appointment, showed up two day's later 5 minutes before they opened. Gary then tells me that half of his staff is on vacation and could not promise they would get to my car that day. Despite doing business at Hurley's over the years numerous times, and 3K later, Gary can never remember who I am and treats me like a first time customer. He vaguely remembers my call two day's earlier. Appointment book totally unorganized with illegible entries. Never again!

  • Jm
      1st of Dec, 2009
    0 Votes

    Errr, XM itself recommends mounting the antenna on the roof and nowhere else. Does this complainer know more about XM than XM does?

  • Lo
      13th of Jan, 2010
    0 Votes

    Hurleys has worked on my Range Rover. The prices may be a lil higher than normal but they are an excellent shop for High-end vehicles. Go to the dealership and see how much they will charge you. HA. Bestbuy cant do the repairs for the highend vehicles. Your not going to get the customer service that you would get from the Lambo dealer. Customer service needs some help, "Put the Bong Down", but for High End Vehicles that require High End audio equipment installed, there's no better place in the DMV area. The closest shop that can handle installs as such is Philly or Hampton, VA.

  • Gl
      7th of Feb, 2011
    0 Votes

    I was just in Hurley today and they couldn't have been nicer. Diagnosed the problem with a stereo they had installed a few years ago, fixed it in ten minutes and charged me virtually nothing. There was no attitude, no hard sell to "upgrade" and it was a very positive experience. I found the owner to be knowledgeable, friendly, and again, not pushy at all.

  • Su
      24th of Mar, 2014
    0 Votes

    I would give this place NO STARS if I could. The customer service there was HORRIBLE!! The owner Gary is LAZY and RUDE and Will acted annoyed about my situation. I purchased a BMW X3 through a Porsche dealer in Arlington and they told me that they could install a back up camera on it. I told them I did not want just any aftermarket camera on my car and they assured me that the place where they do the install only used TOP Quality cameras and they put them on $100, 000 Porsches all the time. After I picked up my car, I was thoroughly disappointed. They drilled holes in my car and used a cheap eyesore of a camera (which I looked up online and found for $24.99 on eBay). Furthermore, the clarity was horrible and it was angled up so I could not even see my bumper. At night the camera was useless; It looked like a snowy television. I complained to the dealership because I paid them $400 for the camera and $1500 for the install (looking at my purchase agreement). Will and Gary at Hurley's told me that the camera they installed was top of the line and better than any camera I could find online. They told me it cost $200 on the market. I refused to call their bluff at this point because I still had to do business with them. I held back on telling them about their attitude as well for that same reason.
    I showed them some cameras that I had found online at BimmerTech.com and they proceeded to tell me that their cameras and service suck. Will insisted that I would only see bad reviews online about BimmerTech. However, when I searched, I only found 1 bad review out of over 50 that I read!!! That prompted me to look up reviews for Hurley's (thanks Will for that idea, haaaaaa). I found so many bad reviews about their customer service, etc.
    I ended up purchasing the camera from BimmerTech and having Hurley's install it (only because the install was already paid for). The camera was EXCELLENT!!! 10 times better than the camera Hurley's originally installed in my BMW X3. The clarity was excellent and the camera itself looks just like a factory install. It is incorporated into the handle on the hatch so no drilling is necessary. The whole time, Will insisted that I would be disappointed with the BimmerTech camera and tried offer me another piece of crap camera to put on my car with LED's. No way!! I was completely impressed with the BimmerTech camera. Also, doing business with BimmerTech was great. I simply e-mailed them my VIN and they emailed back the same day with the exact camera that was for my car. All of their cameras are aftermarket retrofits. They are as close to a factory camera as you are going to get for your BMW. The shipping was fast and easy too. Their cameras cost a little more than some of the aftermarket ones on the market out there, but trust me, IT IS WORTH IT.
    Lastly, after the BimmerTech camera install, I closed the hatch and I could hear something rattling inside. It sounded like a screw or something. Horrible workmanship. I just hope I don't have any problems down the line because I'm sure they don't guarantee their work.
    If anyone is looking for any work to their car and would like good customer service, I would suggest you contact Sonic Sound in Arlington. They were very helpful when I explained the situation to them and they told me that they guarantee their work. The only reason I didn't go to them is because my install was already paid for at Hurley's.

  • Mi
      25th of Jun, 2014
    0 Votes

    Complainer couldn't be bothered to 'educate the kid installers' to improve his own situation (and theirs), yet bumbles to the Internet to spew anonymously, to everyone's disadvantage.

    This complaint did not help me 'avoid' Hurleys and in fact it made me even more adamant to 'go beyond the growing anonymous internet tripe' and find out for myself.

    I've found Hurley to be knowledgeable.

    People shopping price and wasting time, unwilling to pay for time and expertise, well, they should be drawn over burning coals, then pushed into the firepit. IMHO.

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